CCTV.com news: According to the Ministry of Transport website on August 15, the General Office of the Ministry of Transport recently issued the "Shuttle Bus Passenger Transport Customization Service Operation Guide", which clearly states that shuttle bus passenger operators carry out customized passenger transport based on road passenger bus lines that have obtained business licenses. Shuttle bus passenger transport operators can build and operate e-commerce platforms on their own to provide customized passenger transport network information services; they can also cooperate with non-self-operated e-commerce platforms to provide customized passenger transport network information services. Self-operated and non-self-operated e-commerce platforms (hereinafter collectively referred to as online platforms) that provide customized passenger network information services to handle relevant procedures such as market entity registration, Internet information service license or filing in accordance with relevant national regulations. If the passenger transport operator of
buses cooperates with the non-self-operated platform, the two parties will sign a cooperation agreement to clearly determine the cooperation matters in the regulation of passenger service, as well as the rights and obligations of both parties in the protection of passenger rights and interests, production safety responsibilities, information protection, and fee settlement.
Shuttle Passenger Passenger Transport Customized Service Operation Guide
1. Purpose Based on
, in order to continuously stimulate the vitality of the road passenger transport market, cultivate the driving force for the transformation and development of road passenger transport, further encourage and standardize the development of shuttle passenger transport customization services (hereinafter referred to as customized passenger transport), and better serve passengers' safe and convenient travel. This guide is formulated in accordance with the provisions of " Road Passenger Transport and Passenger Station Management Regulations " (Ministry of Transport Order No. 17, 2020, hereinafter referred to as "Cross Regulations") and other regulations.
2. Scope of application
bus passenger transport operators, e-commerce platforms that provide customized passenger network information services, road passenger transport station operators and other market entities carry out customized passenger transport transportation in accordance with this guideline, and local transportation authorities will strengthen and improve customized passenger transport management services in accordance with this guideline.
III. Basic operation
(I) Business entity.
bus passenger transport operators carry out customized passenger transport based on road passenger bus lines that have obtained business licenses. Shuttle bus passenger transport operators can build and operate e-commerce platforms on their own to provide customized passenger transport network information services; they can also cooperate with non-self-operated e-commerce platforms to provide customized passenger transport network information services. Self-operated and non-self-operated e-commerce platforms (hereinafter collectively referred to as online platforms) that provide customized passenger network information services to handle relevant procedures such as market entity registration, Internet information service license or filing in accordance with relevant national regulations. If the passenger transport operator of
buses cooperates with the non-self-operated platform, the two parties will sign a cooperation agreement to clearly determine the cooperation matters in the regulation of passenger service, as well as the rights and obligations of both parties in the protection of passenger rights and interests, production safety responsibilities, information protection, and fee settlement.
(2) shift line registration.
bus passenger transport operators who carry out customized passenger transport shall file with the original licensing authority of the road passenger transport line in accordance with the relevant provisions of the "Customized Passenger Transportation" to obtain the shuttle bus passenger transport sign with the "Customized Passenger Transportation" logo and the corresponding road passenger transport line operation information table. If the information recorded in the "Shuttle Bus Customized Service Information Table" changes, the shuttle bus passenger operator will re-record with the original licensing authority. If the "number of vehicles and requirements" in the road passenger bus line licensing matters do not meet the types, grades and quantity requirements of the vehicle required to carry out customized passenger transport business, the shuttle bus passenger transport operator may apply to the original licensing authority for changes in the licensing matters according to the procedures before completing the customized passenger transport filing.
(III) Capacity deployment.
Shuttle bus passenger operators (hereinafter referred to as customized passenger operators) who carry out customized passenger transport can independently and flexibly arrange and verify the number of passengers to be 7 or more people and meet the vehicle type and level requirements to carry out customized passenger transport, and determine the daily delivery times of customized passenger transport by themselves according to the capacity configuration and market demand; while carrying out customized passenger transport, arrange the number of self-operated buses that meet the requirements to operate in accordance with the original approved passenger station of the bus line that is not less than the "lower limit of daily delivery times" or the customized passenger vehicle stopping location covers the original approved passenger station of the passenger station.
Customized passenger transport operators equip custom passenger transport vehicles with portable security equipment and install smart video surveillance equipment in accordance with relevant regulations.
(IV) Pick-up and drop-off mode.
Customized passenger transport operators can independently and flexibly choose one or more modes of picking up and dropping passengers according to business needs, such as door-to-door pick-up, fixed-point pick-up, and short-distance barge.
1. Door-to-door pick-up mode.
Customized passenger transport operators flexibly determine the location of passengers to and from the city and county urban areas where the road passenger bus lines (hereinafter referred to as customized passenger bus lines) are located in custom passenger transport, and provide door-to-door services for passengers.
2. Fixed-point pick-up and drop-off mode.
Customized passenger transport operators will set up and publish several relatively fixed passenger places in the city and county towns where the custom passenger line starts and ends, mid-stop places, and county towns, according to the characteristics of passenger flow, and set up several relatively fixed passenger places for passengers to select points nearby to get on and off. The passenger places for passengers to set up and off do not need to be registered with the transportation authorities, and are not subject to entry agreements signed with the original and ends of the passenger station at the original and ends of the passenger station at the destination and the mid-stop places; or the road passenger transport station operator (hereinafter referred to as the passenger station operator) set up several stops at the main route of the customized passenger line and filed with the original license authority to provide passenger ticket sales and inspections, luggage safety inspections and operating passenger bus stop services for customized passenger lines. Customized passenger locations independently set by passenger operators and stops set by passenger station operators (hereinafter collectively referred to as stop locations) should be selected in areas with concentrated passenger flow and convenient transportation, such as railway stations, road and water passenger stations, airports, bus stations, hospitals, schools, commercial centers, large residential communities, tourist attractions (points), and near major urban highway entrances and exits. They should not hinder traffic, comply with parking management regulations, and configurable waiting signs and other facilities that meet the conditions.
3. Short-distance nod mode.
Customized passenger transport operators arrange their own operating passenger buses to carry out short-distance barge services that are not charged separately, and improve passenger distribution efficiency through terminal transshipment.
(V) Rules formulation.
Customized passenger transport operators, online platforms and passenger station operators participating in customized passenger transport jointly formulate passenger service agreements, and determine the rights and obligations of all parties and passengers and the rules for refund and change of passenger tickets in accordance with laws and regulations. Customized passenger transport operators and online platforms respectively formulate passenger service commitments, including compliant operations, ensuring consistency between online information released and offline actual operations, implementing production safety responsibilities, and complaint handling mechanisms. Passenger service commitments and passenger service agreements are announced on the online platform.
(VI) Archive management.
online platform checks the shuttle bus passenger operator, shift line, driver, vehicle qualification and other information to be connected to, confirms that the shuttle bus passenger operator has obtained the corresponding road passenger bus line operation license and completed customized passenger registration, the driver has the corresponding motor vehicle driver's license and professional qualification and is legally hired by the shuttle bus passenger operator, the vehicle has a valid " Road Transport Certificate " and insured the carrier's liability insurance according to regulations. If the above requirements are met, the platform shall be accessed and included in the file management; if the above requirements are not met, the platform shall not be accessed.
network platform implements dynamic management of connected bus passenger operators, shift lines, drivers and vehicle files. If they do not meet the qualification conditions, their services will be terminated immediately.
4. Service process
(I) information is published.
Customized passenger transport operators publish information such as the starting and ending location, departure time, stopping location (such as preset), vehicle type and level, fare, short-distance barge service (if any) through the online platform mobile Internet application APP, web page, mini program, public account and other service interfaces for passengers to inquire; if there are special requirements for passengers to travel during special periods such as major infectious disease epidemic prevention and control, major activities, etc., relevant information will be announced together.
(II) Ticketing service.
In accordance with the provisions of the "Opinions of the Ministry of Transport and the National Development and Reform Commission on Deepening Road Transport Price Reform" (Jianyun Regulations [2019] No. 17), customized passenger transport services shall implement market-regulated prices, customized passenger transport operators shall independently determine the price of customized passenger tickets and maintain the price basic stability, and formulate or adjust the price to announce it to the public at least 7 days in advance; half-price discount on passenger tickets for disabled soldiers, disabled people's police, and disabled fire rescue personnel shall be implemented, and 10 passenger buses or more shall be given free rides or half-price discount on children who meet the conditions.
online platform generates orders and electronic tickets based on passenger ticket purchase information, and connects to the provincial road passenger transport network ticketing system according to regulations; implements real-name management requirements according to regulations, and saves passenger ticket purchase information; customized passenger transport operators provide invoices according to passenger needs, and encourages the provision of electronic invoice services based on the online platform. The online platform can provide passengers with services such as "customer service online ordering", "dedicated line telephone call", and "stop location ordering" to facilitate ticket purchase for the elderly and other groups.
encourages customized passenger transport operators and online platforms to provide ticket discounts for frequent passengers, and enriches service products such as "tickets + tickets", "tickets + hotels". With the premise that passengers are informed and voluntarily, insurance sales services can be provided, and the ticket price and insurance price can be significantly distinguished. Insurance is prohibited from setting it as the default purchase item.
(III) Capacity scheduling.
online platform summarizes passenger ticket purchase information such as passengers' ride time, location, etc., and informs customized passenger transport operators. Customized passenger transport operators plan operating hours and routes according to pre-published information and passenger ticket purchase information, dispatch vehicles and drivers, and inform the network platform of vehicle and driver information. Online platforms are encouraged to provide planned operating time and route services for customized passenger transport operators.
Customized passenger transport operators conduct vehicle and driver dispatch, and ensure that drivers comply with driving time and rest time regulations to avoid fatigue driving.
(IV) Order push. After obtaining the vehicle and driver arrangements, the
online platform will push order information to passengers, including: customizing the starting and ending location of the passenger bus line, customizing the contact information of passenger operators, drivers, vehicle license plate and color, vehicle type and level, ride time and location, and reminding passengers to cooperate with luggage security inspection and real-name inspection of tickets, and not bring dangerous goods stipulated by the state and other prohibited items on board. After the
online platform pushes order information to passengers, if the customized passenger operator needs to change the vehicle, in principle, the vehicle will be changed according to the standard of the vehicle type and level not lower than the original vehicle, and the passengers will be notified in advance through the online platform. If the vehicle type is really necessary to be adjusted or the vehicle type level is reduced, the passenger's consent shall be obtained in advance; if the passenger does not agree, the ticket refund shall be processed for free and the relevant obligations shall be fulfilled in accordance with the passenger service agreement.
Customized passenger transport operators are unable to provide services as planned, and passengers fail to arrive at the boarding location beyond the agreed waiting time or are unable to contact them, they shall be implemented in accordance with the refund and change rules and the passenger service agreement.
(V) Passenger transport.
network platform ensures that customized passenger operators, vehicles and drivers performing transportation tasks are consistent online and offline through information comparison.
Drivers are familiar with the layout of the stop locations and plan routes in advance according to the customized passenger dispatching instructions, and dispatch flights and pick up passengers according to the predetermined time, location, and route. Before passengers get on the bus, the driver or the staff at the stopping location shall implement safety inspections of passenger luggage items in accordance with the "Announcement of the Ministry of Transport and the Ministry of Public Security on the Announcement of the "Catalogue of Prohibited, Restricted and Consigned Items of Road Passenger Vehicles" (Transportation Regulations [2021] No. 2, hereinafter referred to as the "Catalogue of Prohibited and Restricted") and other relevant regulations; if customized passenger transport is carried out in Class I and Class II road passenger bus lines, real-name inspection shall be implemented.
Before departure, the driver places a shuttle bus passenger sign with a "customized passenger transport" sign and corresponding road passenger transport line business information table in the specified location of the vehicle to conduct a safety inspection of the vehicle to ensure that the vehicle facilities and equipment are intact and normal operation; when departing at the stopping point, pay attention to the surrounding environment of the vehicle, ensure the safety of the vehicle operation and the safety of passengers on and off, and remind passengers to fasten their seat belts.
(VI) Service evaluation.
online platform, customized passenger transport operators accept passenger complaints and suggestions through the online platform service interface, supervision telephone, etc., and handle complaints within a limited time and feedback according to the complaint handling process. Online platforms are encouraged to expand online service evaluation functions, and provide passengers with voluntary feedback on the overall evaluation of the travel experience after the order is completed, as well as relevant information such as evaluation, suggestions, complaints, etc. for customized passenger operators, online platforms, drivers and vehicles.
Encourage customized passenger transport operators and online platforms to strengthen passenger service evaluation Dynamic analysis , continuously optimize service processes, and improve service levels.
5. Risk prevention
(I) Vehicle safety management.
1. Vehicle inspection.
Customized passenger transport operators shall establish and improve the technical status inspection system for passenger vehicles in accordance with the relevant provisions of Article 32, Paragraph 1 and Paragraph 3 of the " Road Passenger Transport Enterprise Safety Management Standards " (Jiayunfa [2018] No. 55), and arrange professional and technical personnel to refer to the "Technical Specifications for Safety Inspection of Operating Buses" attached to the "Technical Specifications for Routine Safety Inspection of Operating Buses" attached to the "Technical Specifications for Routine Safety Inspection of Operating Buses" (Jiayunbuses [2019] No. 13), and conduct inspections on the appearance, braking system, steering system, lighting and signal indicator lights, wheels and tires, safety facilities and other technical conditions of customized passenger vehicles before or after departure every day to form inspection records; passenger station operators or qualified maintenance companies, testing institutions, etc. may also entrust them to conduct vehicle safety inspections. The retention period for the technical status inspection records of customized passenger vehicles shall not be less than 3 months.
2. Vehicles are parked.
Customized passenger transport operators can use passenger stations, bus parking maintenance grounds, owned sites, public parking lots and other fixed sites to strengthen vehicle parking management.
3. Vehicle monitoring.
Customized passenger transport operators implement dynamic monitoring of customized passenger transport vehicles in accordance with the relevant provisions of the " Dynamic Supervision and Management Measures for Road Transport Vehicles " (Ministry of Transport, Ministry of Public Security, Ministry of Emergency Management Order No. 10 of 2022), and promptly detect and correct all kinds of illegal and irregular behaviors. If the vehicle is found to be speeding, driver fatigue driving, and fail to drive according to prescribed lines, it will promptly inform the customized passenger transport operators, encourage the Internet platform and the customized passenger transport operator dynamic monitoring platform to achieve interconnection and improve the timeliness of information push.
(II) Personnel safety training.
Customized passenger transport operators specially formulate customized passenger transport service operating procedures, clarify work requirements in service processes, safety operations, etc. in a targeted manner, strengthen education and training and emergency drills, and ensure that drivers, stopping location staff, etc. are in line with the use of portable security equipment and the requirements of the "Catalogue of No Limits for Products"; master the categories of real-name valid ID documents stipulated by the state, as well as the consistency verification requirements of the identity information recorded in the passenger ticket and the original documents of the passenger and their valid ID documents (i.e. tickets, people, and certificates).
encourages the online platform to provide online safety training services for customized passenger transport operators.
(III) Information risk prevention.
network platform, in accordance with relevant national network and information security regulations, strengthen network and information security management, implement the network security level protection system in accordance with relevant regulations and file with the public security organs; take necessary measures to prevent viruses, attacks, and leaks, and formulate emergency plans for emergencies such as network system failures; collect data information in a legal and legitimate way, properly preserve the collected passenger personal information and the generated business data, with a retention period of no less than 3 years; in public information, encrypt and de-identification passenger personal information, and adopt security technical measures such as encryption and de-identification for passenger personal information to ensure the security of passenger personal information.
(IV) Fund security guarantee.
online platform strengthens the management of user prepaid funds and risk prevention in accordance with relevant national laws and regulations.
VI. Guarantee measures
(I) Strengthen market monitoring.
The transportation authorities in various places should include the development of customized passenger transport in the road passenger transport market monitoring, promptly announce the development of road passenger transport within their administrative regions, guide the rational allocation of market resources, and support shuttle bus passenger transport operators to orderly increase the effective supply of customized passenger transport lines according to the market supply and demand situation, and improve the compatibility of customized passenger transport services with public travel needs. In accordance with the requirements of the transportation authorities, the network platform truthfully provides the operator, vehicle, driver information and related business data it accesses through information interaction between systems and other means.
(II) Convenient government services.
Local transportation authorities should support shuttle bus passenger transport operators to safely and orderly optimize the number and type and hierarchy of vehicle investment, and adapt to the needs of flexible, fast, small batch and high-frequency operation of customized passenger transport. If a shuttle bus passenger transport operator applies for changing the "number of vehicles and requirements" in the flight line licensing matters and applies for customized passenger transport registration due to the custom passenger transport business, the original licensing authority does not need to solicit opinions from the transportation authorities at the stopping place or destination; if there are multiple business entities on the same flight line or there are cross-operation entities, one party applies for customized passenger transport registration, and the original licensing authority does not need to solicit opinions from other operators; it is encouraged to rely on existing industry government service platforms to implement customized passenger transport online registration. After the original licensing authority completes the custom passenger transport filing, it promptly informs the transportation authorities at the same level of the stopping place and destination.
(III) Strengthen the pass guarantee.
The transportation authorities in various places should strengthen communication and dock with the public security, urban management, culture and tourism departments, strengthen departmental coordination and policy connection, and support customized passenger vehicles to flexibly dock in areas with concentrated passenger flow and convenient transportation such as hospitals, schools, commercial centers, large residential communities, tourist attractions (points), entrances and exits of major urban roads, etc., support relevant market entities to integrate site resources, and optimize the overall layout of docking locations and management services. Classified management is implemented for the running speed of customized passenger vehicles with passenger vehicles, and the speed alarm threshold is reasonably set on the dynamic monitoring platform to ensure that the vehicle operates at a speed limit specified in the road section. It is encouraged to open customized passenger bus lines to public places such as airports, railway stations, tourist attractions (points), hospitals, etc., as well as customized passenger bus lines to meet intercity commuting needs. Promote the open sharing of bus stop resources to customized passenger vehicles, and promote the permission of large and medium-sized customized passenger vehicles to use bus lanes to pass.
(IV) Optimize regulatory measures.
Local transportation authorities should ensure the independent business rights and interests of customized passenger transport operators such as capacity allocation within the scope specified in the licensing matters; when conducting law enforcement inspections, relevant information can be verified by verifying the shuttle bus passenger transport signs with the "customized passenger transport" logo and the corresponding road passenger transport line operation information table, confirming with the original licensing authority, etc., to avoid affecting the normal operation of customized passenger transport operators due to poor information; guide the provincial road passenger transport network ticketing system operating units to receive electronic ticket information generated by the network platform free of charge. Local transportation authorities are encouraged to open information inquiry channels (system interfaces) to provide convenience for relevant market entities, the public and other regional transportation authorities to verify the qualifications and qualifications of customized passenger operators, shift lines, vehicles and drivers.
(V) Create a good environment.
Local transportation authorities should continue to improve the guarantee measures for the development of customized passenger transport, promote the deep integration of online and offline resources, complement each other's advantages, and orderly operation; actively create conditions, strengthen the publicity and promotion of customized passenger transport services through online and offline channels, actively cultivate service brands, continuously improve service quality, and continuously enhance passengers' sense of gain, happiness and security in travel.
(CCTV)
(IV) Pick-up and drop-off mode.
Customized passenger transport operators can independently and flexibly choose one or more modes of picking up and dropping passengers according to business needs, such as door-to-door pick-up, fixed-point pick-up, and short-distance barge.
1. Door-to-door pick-up mode.
Customized passenger transport operators flexibly determine the location of passengers to and from the city and county urban areas where the road passenger bus lines (hereinafter referred to as customized passenger bus lines) are located in custom passenger transport, and provide door-to-door services for passengers.
2. Fixed-point pick-up and drop-off mode.
Customized passenger transport operators will set up and publish several relatively fixed passenger places in the city and county towns where the custom passenger line starts and ends, mid-stop places, and county towns, according to the characteristics of passenger flow, and set up several relatively fixed passenger places for passengers to select points nearby to get on and off. The passenger places for passengers to set up and off do not need to be registered with the transportation authorities, and are not subject to entry agreements signed with the original and ends of the passenger station at the original and ends of the passenger station at the destination and the mid-stop places; or the road passenger transport station operator (hereinafter referred to as the passenger station operator) set up several stops at the main route of the customized passenger line and filed with the original license authority to provide passenger ticket sales and inspections, luggage safety inspections and operating passenger bus stop services for customized passenger lines. Customized passenger locations independently set by passenger operators and stops set by passenger station operators (hereinafter collectively referred to as stop locations) should be selected in areas with concentrated passenger flow and convenient transportation, such as railway stations, road and water passenger stations, airports, bus stations, hospitals, schools, commercial centers, large residential communities, tourist attractions (points), and near major urban highway entrances and exits. They should not hinder traffic, comply with parking management regulations, and configurable waiting signs and other facilities that meet the conditions.
3. Short-distance nod mode.
Customized passenger transport operators arrange their own operating passenger buses to carry out short-distance barge services that are not charged separately, and improve passenger distribution efficiency through terminal transshipment.
(V) Rules formulation.
Customized passenger transport operators, online platforms and passenger station operators participating in customized passenger transport jointly formulate passenger service agreements, and determine the rights and obligations of all parties and passengers and the rules for refund and change of passenger tickets in accordance with laws and regulations. Customized passenger transport operators and online platforms respectively formulate passenger service commitments, including compliant operations, ensuring consistency between online information released and offline actual operations, implementing production safety responsibilities, and complaint handling mechanisms. Passenger service commitments and passenger service agreements are announced on the online platform.
(VI) Archive management.
online platform checks the shuttle bus passenger operator, shift line, driver, vehicle qualification and other information to be connected to, confirms that the shuttle bus passenger operator has obtained the corresponding road passenger bus line operation license and completed customized passenger registration, the driver has the corresponding motor vehicle driver's license and professional qualification and is legally hired by the shuttle bus passenger operator, the vehicle has a valid " Road Transport Certificate " and insured the carrier's liability insurance according to regulations. If the above requirements are met, the platform shall be accessed and included in the file management; if the above requirements are not met, the platform shall not be accessed.
network platform implements dynamic management of connected bus passenger operators, shift lines, drivers and vehicle files. If they do not meet the qualification conditions, their services will be terminated immediately.
4. Service process
(I) information is published.
Customized passenger transport operators publish information such as the starting and ending location, departure time, stopping location (such as preset), vehicle type and level, fare, short-distance barge service (if any) through the online platform mobile Internet application APP, web page, mini program, public account and other service interfaces for passengers to inquire; if there are special requirements for passengers to travel during special periods such as major infectious disease epidemic prevention and control, major activities, etc., relevant information will be announced together.
(II) Ticketing service.
In accordance with the provisions of the "Opinions of the Ministry of Transport and the National Development and Reform Commission on Deepening Road Transport Price Reform" (Jianyun Regulations [2019] No. 17), customized passenger transport services shall implement market-regulated prices, customized passenger transport operators shall independently determine the price of customized passenger tickets and maintain the price basic stability, and formulate or adjust the price to announce it to the public at least 7 days in advance; half-price discount on passenger tickets for disabled soldiers, disabled people's police, and disabled fire rescue personnel shall be implemented, and 10 passenger buses or more shall be given free rides or half-price discount on children who meet the conditions.
online platform generates orders and electronic tickets based on passenger ticket purchase information, and connects to the provincial road passenger transport network ticketing system according to regulations; implements real-name management requirements according to regulations, and saves passenger ticket purchase information; customized passenger transport operators provide invoices according to passenger needs, and encourages the provision of electronic invoice services based on the online platform. The online platform can provide passengers with services such as "customer service online ordering", "dedicated line telephone call", and "stop location ordering" to facilitate ticket purchase for the elderly and other groups.
encourages customized passenger transport operators and online platforms to provide ticket discounts for frequent passengers, and enriches service products such as "tickets + tickets", "tickets + hotels". With the premise that passengers are informed and voluntarily, insurance sales services can be provided, and the ticket price and insurance price can be significantly distinguished. Insurance is prohibited from setting it as the default purchase item.
(III) Capacity scheduling.
online platform summarizes passenger ticket purchase information such as passengers' ride time, location, etc., and informs customized passenger transport operators. Customized passenger transport operators plan operating hours and routes according to pre-published information and passenger ticket purchase information, dispatch vehicles and drivers, and inform the network platform of vehicle and driver information. Online platforms are encouraged to provide planned operating time and route services for customized passenger transport operators.
Customized passenger transport operators conduct vehicle and driver dispatch, and ensure that drivers comply with driving time and rest time regulations to avoid fatigue driving.
(IV) Order push. After obtaining the vehicle and driver arrangements, the
online platform will push order information to passengers, including: customizing the starting and ending location of the passenger bus line, customizing the contact information of passenger operators, drivers, vehicle license plate and color, vehicle type and level, ride time and location, and reminding passengers to cooperate with luggage security inspection and real-name inspection of tickets, and not bring dangerous goods stipulated by the state and other prohibited items on board. After the
online platform pushes order information to passengers, if the customized passenger operator needs to change the vehicle, in principle, the vehicle will be changed according to the standard of the vehicle type and level not lower than the original vehicle, and the passengers will be notified in advance through the online platform. If the vehicle type is really necessary to be adjusted or the vehicle type level is reduced, the passenger's consent shall be obtained in advance; if the passenger does not agree, the ticket refund shall be processed for free and the relevant obligations shall be fulfilled in accordance with the passenger service agreement.
Customized passenger transport operators are unable to provide services as planned, and passengers fail to arrive at the boarding location beyond the agreed waiting time or are unable to contact them, they shall be implemented in accordance with the refund and change rules and the passenger service agreement.
(V) Passenger transport.
network platform ensures that customized passenger operators, vehicles and drivers performing transportation tasks are consistent online and offline through information comparison.
Drivers are familiar with the layout of the stop locations and plan routes in advance according to the customized passenger dispatching instructions, and dispatch flights and pick up passengers according to the predetermined time, location, and route. Before passengers get on the bus, the driver or the staff at the stopping location shall implement safety inspections of passenger luggage items in accordance with the "Announcement of the Ministry of Transport and the Ministry of Public Security on the Announcement of the "Catalogue of Prohibited, Restricted and Consigned Items of Road Passenger Vehicles" (Transportation Regulations [2021] No. 2, hereinafter referred to as the "Catalogue of Prohibited and Restricted") and other relevant regulations; if customized passenger transport is carried out in Class I and Class II road passenger bus lines, real-name inspection shall be implemented.
Before departure, the driver places a shuttle bus passenger sign with a "customized passenger transport" sign and corresponding road passenger transport line business information table in the specified location of the vehicle to conduct a safety inspection of the vehicle to ensure that the vehicle facilities and equipment are intact and normal operation; when departing at the stopping point, pay attention to the surrounding environment of the vehicle, ensure the safety of the vehicle operation and the safety of passengers on and off, and remind passengers to fasten their seat belts.
(VI) Service evaluation.
online platform, customized passenger transport operators accept passenger complaints and suggestions through the online platform service interface, supervision telephone, etc., and handle complaints within a limited time and feedback according to the complaint handling process. Online platforms are encouraged to expand online service evaluation functions, and provide passengers with voluntary feedback on the overall evaluation of the travel experience after the order is completed, as well as relevant information such as evaluation, suggestions, complaints, etc. for customized passenger operators, online platforms, drivers and vehicles.
Encourage customized passenger transport operators and online platforms to strengthen passenger service evaluation Dynamic analysis , continuously optimize service processes, and improve service levels.
5. Risk prevention
(I) Vehicle safety management.
1. Vehicle inspection.
Customized passenger transport operators shall establish and improve the technical status inspection system for passenger vehicles in accordance with the relevant provisions of Article 32, Paragraph 1 and Paragraph 3 of the " Road Passenger Transport Enterprise Safety Management Standards " (Jiayunfa [2018] No. 55), and arrange professional and technical personnel to refer to the "Technical Specifications for Safety Inspection of Operating Buses" attached to the "Technical Specifications for Routine Safety Inspection of Operating Buses" attached to the "Technical Specifications for Routine Safety Inspection of Operating Buses" (Jiayunbuses [2019] No. 13), and conduct inspections on the appearance, braking system, steering system, lighting and signal indicator lights, wheels and tires, safety facilities and other technical conditions of customized passenger vehicles before or after departure every day to form inspection records; passenger station operators or qualified maintenance companies, testing institutions, etc. may also entrust them to conduct vehicle safety inspections. The retention period for the technical status inspection records of customized passenger vehicles shall not be less than 3 months.
2. Vehicles are parked.
Customized passenger transport operators can use passenger stations, bus parking maintenance grounds, owned sites, public parking lots and other fixed sites to strengthen vehicle parking management.
3. Vehicle monitoring.
Customized passenger transport operators implement dynamic monitoring of customized passenger transport vehicles in accordance with the relevant provisions of the " Dynamic Supervision and Management Measures for Road Transport Vehicles " (Ministry of Transport, Ministry of Public Security, Ministry of Emergency Management Order No. 10 of 2022), and promptly detect and correct all kinds of illegal and irregular behaviors. If the vehicle is found to be speeding, driver fatigue driving, and fail to drive according to prescribed lines, it will promptly inform the customized passenger transport operators, encourage the Internet platform and the customized passenger transport operator dynamic monitoring platform to achieve interconnection and improve the timeliness of information push.
(II) Personnel safety training.
Customized passenger transport operators specially formulate customized passenger transport service operating procedures, clarify work requirements in service processes, safety operations, etc. in a targeted manner, strengthen education and training and emergency drills, and ensure that drivers, stopping location staff, etc. are in line with the use of portable security equipment and the requirements of the "Catalogue of No Limits for Products"; master the categories of real-name valid ID documents stipulated by the state, as well as the consistency verification requirements of the identity information recorded in the passenger ticket and the original documents of the passenger and their valid ID documents (i.e. tickets, people, and certificates).
encourages the online platform to provide online safety training services for customized passenger transport operators.
(III) Information risk prevention.
network platform, in accordance with relevant national network and information security regulations, strengthen network and information security management, implement the network security level protection system in accordance with relevant regulations and file with the public security organs; take necessary measures to prevent viruses, attacks, and leaks, and formulate emergency plans for emergencies such as network system failures; collect data information in a legal and legitimate way, properly preserve the collected passenger personal information and the generated business data, with a retention period of no less than 3 years; in public information, encrypt and de-identification passenger personal information, and adopt security technical measures such as encryption and de-identification for passenger personal information to ensure the security of passenger personal information.
(IV) Fund security guarantee.
online platform strengthens the management of user prepaid funds and risk prevention in accordance with relevant national laws and regulations.
VI. Guarantee measures
(I) Strengthen market monitoring.
The transportation authorities in various places should include the development of customized passenger transport in the road passenger transport market monitoring, promptly announce the development of road passenger transport within their administrative regions, guide the rational allocation of market resources, and support shuttle bus passenger transport operators to orderly increase the effective supply of customized passenger transport lines according to the market supply and demand situation, and improve the compatibility of customized passenger transport services with public travel needs. In accordance with the requirements of the transportation authorities, the network platform truthfully provides the operator, vehicle, driver information and related business data it accesses through information interaction between systems and other means.
(II) Convenient government services.
Local transportation authorities should support shuttle bus passenger transport operators to safely and orderly optimize the number and type and hierarchy of vehicle investment, and adapt to the needs of flexible, fast, small batch and high-frequency operation of customized passenger transport. If a shuttle bus passenger transport operator applies for changing the "number of vehicles and requirements" in the flight line licensing matters and applies for customized passenger transport registration due to the custom passenger transport business, the original licensing authority does not need to solicit opinions from the transportation authorities at the stopping place or destination; if there are multiple business entities on the same flight line or there are cross-operation entities, one party applies for customized passenger transport registration, and the original licensing authority does not need to solicit opinions from other operators; it is encouraged to rely on existing industry government service platforms to implement customized passenger transport online registration. After the original licensing authority completes the custom passenger transport filing, it promptly informs the transportation authorities at the same level of the stopping place and destination.
(III) Strengthen the pass guarantee.
The transportation authorities in various places should strengthen communication and dock with the public security, urban management, culture and tourism departments, strengthen departmental coordination and policy connection, and support customized passenger vehicles to flexibly dock in areas with concentrated passenger flow and convenient transportation such as hospitals, schools, commercial centers, large residential communities, tourist attractions (points), entrances and exits of major urban roads, etc., support relevant market entities to integrate site resources, and optimize the overall layout of docking locations and management services. Classified management is implemented for the running speed of customized passenger vehicles with passenger vehicles, and the speed alarm threshold is reasonably set on the dynamic monitoring platform to ensure that the vehicle operates at a speed limit specified in the road section. It is encouraged to open customized passenger bus lines to public places such as airports, railway stations, tourist attractions (points), hospitals, etc., as well as customized passenger bus lines to meet intercity commuting needs. Promote the open sharing of bus stop resources to customized passenger vehicles, and promote the permission of large and medium-sized customized passenger vehicles to use bus lanes to pass.
(IV) Optimize regulatory measures.
Local transportation authorities should ensure the independent business rights and interests of customized passenger transport operators such as capacity allocation within the scope specified in the licensing matters; when conducting law enforcement inspections, relevant information can be verified by verifying the shuttle bus passenger transport signs with the "customized passenger transport" logo and the corresponding road passenger transport line operation information table, confirming with the original licensing authority, etc., to avoid affecting the normal operation of customized passenger transport operators due to poor information; guide the provincial road passenger transport network ticketing system operating units to receive electronic ticket information generated by the network platform free of charge. Local transportation authorities are encouraged to open information inquiry channels (system interfaces) to provide convenience for relevant market entities, the public and other regional transportation authorities to verify the qualifications and qualifications of customized passenger operators, shift lines, vehicles and drivers.
(V) Create a good environment.
Local transportation authorities should continue to improve the guarantee measures for the development of customized passenger transport, promote the deep integration of online and offline resources, complement each other's advantages, and orderly operation; actively create conditions, strengthen the publicity and promotion of customized passenger transport services through online and offline channels, actively cultivate service brands, continuously improve service quality, and continuously enhance passengers' sense of gain, happiness and security in travel.
(CCTV)
